Frequently Asked Questions

TOP QUESTIONS

Where is my order?

  1. Visit our Check Your Order Status page
  2. Enter your (order number) & (email address)
  3. Click "order information" to view order tracking and details
    Please note, items in your order may ship separately.

Do you offer exchanges?

Due to high volume and dynamic inventory fluctuations, we do not currently offer exchanges through Vans.com. You can return your product and reorder.

Returns only by US Postal Service
1. Pack and seal the product securely in your original Vans box (if possible) or any cardboard shipping box
2. Write your namereturn address, and order number on the return shipping label. Order number(s) can be found in your order history at vans.com and in your shipping confirmation email.
3. Attach the prepaid US Postal Service return label to the outside of the return package (make sure to cover or remove any old shipping labels)
4. The package can be picked up by the US Postal Service at your mailbox or dropped off at the Post Office or FedEx Retail location
*We’re currently performing upgrades to deliver a better VANS.COM experience than ever before. As a result, returns will experience an increase in processing time.

Please note, returns may take 8-13 business days to be delivered back to our DC to process. We appreciate your patience and understanding.
A full refund, excluding shipping charges, will be issued on unworn merchandise within 30 business days to the original form of payment

What is your return policy for in-store & vans.com purchases?

New health measures have been implemented in reopened Vans stores. CLICK HERE to learn more.

Refunds are processed based on applicable product and tax charges. Original shipping charges are not refunded.

Returns only by US Postal Service
1. Pack and seal the product securely in your original Vans box (if possible) or any cardboard shipping box
2. Write your namereturn address, and order number on the return shipping label. Order number(s) can be found in your order history at vans.com and in your shipping confirmation email.
3. Attach the prepaid US Postal Service return label to the outside of the return package (make sure to cover or remove any old shipping labels)
4. The package can be picked up by the US Postal Service at your mailbox or dropped off at the Post Office or FedEx Retail location
*Please note, returns may take 8-13 business days to be delivered back to our DC to process. We appreciate your patience and understanding.
A full refund, excluding shipping charges, will be issued on unworn merchandise within 30 business days to the original form of payment

 

Returns to a VANS Retail Store 
We will gladly process your return for credit or exchange for products purchased at vans.com or at a Vans retail store within 60 days of receipt.* Please bring the following for your return:
1. Receipt or order number
2. Unworn/unwashed merchandise to return
3. Original packaging
4. Return Form (paperwork included with your order)
*PayPal, Apple Pay, and Klarna orders returned to a VANS retail store can only be exchanged for an equally priced item or merchandise credit.

 

Returns by Mail for Custom Shoes
Please call customer service for Custom returns at (855) 909-8267. Please note, all Custom products with uploaded images or embroidery are not subject for return.

What are your shipping policies and time frames?

Day/Time Order was Placed: Begins Processing:
(Mon - Fri) before 11am PST same day
(Mon - Thurs) after 11am PST following business day
(Friday) after 11am PST following Monday
Weekends & Holidays DO NOT process over the weekend & holidays

Note: Orders shipped via USPS may arrive on Saturday (post office discretion), but all other methods of shipment do not offer delivery on Saturday or Sunday. Your items may ship separately, please check your order details.

Shipping Method Typical Processing Time + Shipping Time
Standard Day (24 - 48 hours) + (5 - 7 business days)
2 Day (24 - 48 hours) + (2 - 3 business days)
Overnight
(next business day)
(24 - 48 hours) + (1 - 2 business days)
Priority Mail
(shipping to PO Box or FPO/APO)
(24 - 48 hours) + (5 - 7 business days)
Non-Image Customs* (N/A) Available 3 – 4 weeks
"Upload Your Own" Customs* (N/A) Available 4 – 6 weeks
UltraRange EXO Customs* (N/A) Available 5 - 7 weeks
ComfyCush & Skate Classic Customs* (N/A) Available 3 – 5 weeks
Custom Backpacks* (N/A) Available 3 – 5 weeks
"Upload Your Own" Custom Backpacks* (N/A) Available 4 – 6 weeks

*Custom Shoe Orders: Custom shoe orders are not eligible for shipment to a P.O. Box or FPO/APO address. Custom orders are not eligible for expedited delivery.

Legal title to purchased product transfers to the buyer at point of shipment.


How do I cancel or change my order?

We begin processing your order immediately upon receipt. For this reason, we will not be able to cancel or change your order once you have submitted it. If you decide you do not want the merchandise, you can return your product in-store or by mail.

What are your current promotions?

For promotions, including in-store and online promotions, check out our Special Offers & Promotions page!

ORDERING

Where is my order?

  1. Visit our Check Your Order Status page
  2. Enter your (order number) & (email address)
  3. Click "order information" to view order tracking and details

Please note, items in your order may ship separately.

Will I be charged for products that did not ship or were cancelled?

No, if an item you have selected is out of stock, cancelled, or rejected you will not be charged for that item.

Do you ship internationally?

For vans.com, we only ship orders within the U.S. If you are outside of the U.S., check our other international sites by clicking the flag drop down at the bottom right of the page.

Can I make changes to my order after I purchase?

We begin processing your order immediately upon receipt. For this reason, we will not be able to update or cancel your order once you have submitted it to us. If you decide you do not want the merchandise, you can return your product in-store or by mail. Please check your information and merchandise carefully before submitting your order.

Why does my bank statement show two transactions for the same order?

When you place an order your bank statement will display both a pre-authorization and the final sale. The pre-authorization hold will drop off within a couple days, depending on the policies of your bank.

How do I cancel or change my order?

We begin processing your order immediately upon receipt. For this reason, we will not be able to cancel or change your order once you have submitted it. If you decide you do not want the merchandise, you can return your product in-store or by mail.

RETURNS & EXCHANGES

Do you offer exchanges?

Due to high volume and dynamic inventory fluctuations, we do not currently offer exchanges through Vans.com. You can return your product and reorder.

Returns only by US Postal Service
1. Pack and seal the product securely in your original Vans box (if possible) or any cardboard shipping box
2. Write your namereturn address, and order number on the return shipping label. Order number(s) can be found in your order history at vans.com and in your shipping confirmation email.
3. Attach the prepaid US Postal Service return label to the outside of the return package (make sure to cover or remove any old shipping labels)
4. The package can be picked up by the US Postal Service at your mailbox or dropped off at the Post Office or FedEx Retail location
 Please note, returns may take 8-13 business days to be delivered back to our DC to process. We appreciate your patience and understanding.
A full refund, excluding shipping charges, will be issued on unworn merchandise within 30 business days to the original form of payment

 

What is your return policy for in-store & vans.com purchases?

New health measures have been implemented in reopened Vans stores. CLICK HERE to learn more.

Refunds are processed based on applicable product and tax charges. Original shipping charges are not refunded.

Returns only by US Postal Service
1. Pack and seal the product securely in your original Vans box (if possible) or any cardboard shipping box
2. Write your namereturn address, and order number on the return shipping label. Order number(s) can be found in your order history at vans.com and in your shipping confirmation email.
3. Attach the prepaid US Postal Service return label to the outside of the return package (make sure to cover or remove any old shipping labels)
4. The package can be picked up by the US Postal Service at your mailbox or dropped off at the Post Office or FedEx Retail location
*We’re currently performing upgrades to deliver a better VANS.COM experience than ever before. As a result, returns will experience an increase in processing time.

Please note, returns may take 8-13 business days to be delivered back to our DC to process. We appreciate your patience and understanding.
A full refund, excluding shipping charges, will be issued on unworn merchandise within 30 business days to the original form of payment

 

Returns to a VANS Retail Store 
We will gladly process your return for credit or exchange for products purchased at vans.com or at a Vans retail store within 60 days of receipt.* Please bring the following for your return:
1. Receipt or order number
2. Unworn/unwashed merchandise to return
3. Original packaging
4. Return Form (paperwork included with your order)
*PayPal, Apple Pay, and Klarna orders returned to a VANS retail store can only be exchanged for an equally priced item or merchandise credit.

 

Returns by Mail for Custom Shoes
Please call customer service for Custom returns at (855) 909-8267. Please note, all Custom products with uploaded images or embroidery are not subject for return.

How can I receive a prepaid return shipping label?

A prepaid return shipping label is provided with in-stock orders only. A replacement shipping label can be sent to you by contacting customer service for a replacement label.

PAYMENT METHODS

What payment methods do you accept?

Vans.com accepts: Visa, MasterCard, AMEX, Discover, JCB, PayPal, Klarna, Apple Pay and Vans Gift Cards. We do not accept checks, cash, or credit vouchers. All cards that do not participate in the verification process will not be accepted. Note: If you are using an international credit card, you MUST provide a U.S. address for shipping purposes.

What is Klarna?

Klarna is a global payment solutions provider that works with retailers to provide customers the smoothest online shopping experience. Klarna is in over 170,000 online stores and has more than 70 million users globally. Please note: (Custom shoe orders) and (Buy Online, Pick Up In Store) are not eligible for Klarna payment, at this time. Learn More.

Klarna Terms Of Service

Klarna: How do I pay in 4 interest-free installments?

At checkout, select “4 interest-free installments” to split your purchase into four payments. These payments will be charged every two weeks, beginning from the time your order is confirmed (usually the shipping date). No bills will be sent - you can simply sit back and start planning your next adventure. View Complete Terms.

Klarna Terms Of Service

Klarna: How do automatic payments work?

Payments are collected bi-weekly from the debit or credit card you provided at the time of purchase. All scheduled payments are communicated to you by email and you can review your purchases by logging in at https://App.Klarna.Com/Login.

Klarna Terms Of Service

Klarna: Is there a fee to pay with 4 interest-free installments?

There are no interest charges to pay with “4 interest-free installments”, and no fees when you follow your automatic payment schedule. A Late Fee of up to $7 may be charged if an automatic payment cannot be collected. Please refer to the Klarna Terms Of Service for more information.

Klarna Terms Of Service

Klarna: Will this affect my credit score?

When you pay with “4 interest-free installments,” Klarna may perform a soft credit check. This type of check will not impact your credit score or show up as a hard inquiry on your credit report.

Klarna Terms Of Service

Klarna: How can I contact Klarna?

You can reach Klarna anytime at https://www.klarna.com/us/customer-service/ or by downloading the Klarna App for 24/7 chat.

Klarna Terms Of Service

Do you sell gift cards online?

Yes, you can buy Vans gift cards online or in any Vans company owned stores (not through other retailers such as JCPenneys).

For more information on gift cards, click here!

What if my gift card is lost, stolen, or damaged?

Your gift card has cash value and should be safeguarded as such. If your gift card is lost, stolen, or damaged, contact Customer Support immediately. The card may be replaced with the remaining value as determined by Vans, but only with proof of purchase and full gift card number. If your gift card has not been redeemed or has some remaining value, we can cancel the original and issue you a new gift card for that value.

How will my gift card be refunded if I return my order?

After you complete your purchase, please do not discard your used gift card even if there is a zero balance. If you decide to return your item, your refund will be electronically posted to the original form of payment. If you used both a credit card and a Vans gift card(s) to make your purchase, each amount will be credited back to the corresponding form of payment.

How can I check the balance on my Vans gift card?

Check your gift card balance here.

Do gift cards have an expiration date?

Gift cards do not expire. If a gift card is dormant or unused for at least 5 years, then the remaining value on the gift card may be escheated based on current applicable state laws.

GENERAL

How do I find a Vans retail store near me?

Check out our store locator.

To only display Vans owned retail stores, select the "Vans Stores" from the check boxes below the map; otherwise, the results list will display both Vans owned retail stores, as well as all retailers that carry Vans products.

How do I apply for a donation?

  1. Please create an account here
  2. Once registered and signed in, click the red "Get Started" button and follow the submission instructions

How can I be notified about new collaborations and releases?

Join our special projects mailing list here to be alerted when the next Vans special project is available!

Are skatepark waivers available online?

No, waivers must be filled out in the presence of a Vans employee or notary public. There are no exceptions to this rule.

What are your policies on sales tax and tax exempt orders?

Vans has a constitutional obligation to collect sales use tax in those states we are licensed to do business. Sales tax is calculated using the address where the product is being shipped.

If for any reason you believe you are exempt from paying sales tax, please contact us and we will assist you with processing your order. Please have all the proper exemption tax information available. Credit cards that do not participate in the verification process will not be accepted.

Can I get some stickers from Vans?

For free stickers, please send a self-addressed stamped envelope to:

Vans, LLC.
Attn: Stickers
N850 County Highway CB
Appleton, WI 54914

Shipping & In-Store Pickup

What are your shipping policies and time frames?

Day/Time Order was Placed: Begins Processing:
(Mon - Fri) before 11am PST same day
(Mon - Thurs) after 11am PST following business day
(Friday) after 11am PST following Monday
Weekends & Holidays DO NOT process over the weekend & holidays

Note: Orders shipped via USPS may arrive on Saturday (post office discretion), but all other methods of shipment do not offer delivery on Saturday or Sunday. Your items may ship separately, please check your order details.

Shipping Method Typical Processing Time + Shipping Time
Standard Day (24 - 48 hours) + (5 - 7 business days)
2 Day (24 - 48 hours) + (2 - 3 business days)
Overnight
(next business day)
(24 - 48 hours) + (1 - 2 business days)
Priority Mail
(shipping to PO Box or FPO/APO)
(24 - 48 hours) + (5 - 7 business days)
Non-Image Customs* (N/A) Available 3 – 4 weeks
"Upload Your Own" Customs* (N/A) Available 4 – 6 weeks
Skate Classic & ComfyCush Customs* (N/A) Available 3 – 5 weeks
UltraRange EXO Customs* (N/A) Available 5 – 7 weeks
Custom Backpacks* (N/A) Available 3 – 5 weeks
"Upload Your Own" Custom Backpacks* (N/A) Available 4 – 6 weeks

*Custom Shoe Orders: Custom shoe orders are not eligible for shipment to a P.O. Box or FPO/APO address. Custom orders are not eligible for expedited delivery.

Legal title to purchased product transfers to the buyer at point of shipment.

Do you ship to P.O. Boxes or APO addresses?

Orders being shipped to P.O. Boxes or Military APO/FPO addresses will only be shipped via US Postal Service. Please note, Custom products and express shipping are not available to these locations.

What days do you offer delivery?

Orders shipped by 3 Day, 2 Day, or Overnight deliver on business days only (Monday through Friday), excluding holidays.

Orders shipped by US Postal Service can deliver on Saturdays (post office discretion).

When will I be charged for my order, if I buy online and pickup in store?

We’ll only charge your method of payment after your order has been picked up. However, we may put an authorization hold on your debit/credit card when you place your order, which should be removed by your card-issuing bank once your card has been charged. Please note, Vans doesn’t control how long authorization holds stay on your account. You may call your card-issuing bank if you have further questions.

Can I have someone else pick up my order, if I buy online and pick up in store?

Yes, but you must add their name during the ordering process: On the shipping page, there is a section to “Add Alternative Pickup Person.” If the person is not specified on the order, only the original purchaser can pick the order up.

Can I change my pickup location after I placed my order, if I selected pickup in store?

Sorry, but you can't change your pickup store. You must pick up your order at the Vans store you originally selected. If you’re unable to pick up your order at the store you selected, you can cancel your order or let the pickup window expire.

CUSTOM PRODUCTS

How long until I get my Custom products?

Product Category Timing
Non-image custom footwear 3 - 4 weeks
"Upload Your Own" custom footwear   4 - 6 weeks
Skate Classic Customs 3 – 5 weeks
ComfyCush Customs 3 - 5 weeks
UltraRange EXO Customs 5 - 7 weeks
Backpacks 3 - 5 weeks
"Upload Your Own" Backpacks 4 - 6 weeks

*Please note, shipping and processing timeframes may vary during the holidays. Please review the shipping page during checkout for any holiday time frame updates.

What is Vans Custom Culture contest?

Vans Custom Culture is a shoe customization contest for your chance to win $25,000 and have your shoe design produced by Vans! Check out Vans Custom Culture for details.

Have more questions? Check out the Vans Custom Culture FAQ page!

What are the terms and conditions for image use on Custom shoes?

NO TRADEMARKS OR COPYRIGHTED MATERIAL
You may only submit images that you have the right to use or belongs to you. Do not submit logos, photography, art or others images of celebrities.

Your image can not be insulting, abusive, inciting violence, threatening, intimidating, obscene, inflammatory, sexually explicit, profane, offensive, harassing, derogatory, degrading, defamatory, harmful, discriminatory or unlawful or invasive of another’s privacy.

Your image cannot exceed 10mb, should have a minimum size of 100x100, and should be a jpg and png.

VANS RESERVES THE RIGHT TO REJECT ANY IMAGE. IF YOUR SUBMISSION IS NOT ACCEPTED, YOU WILL RECEIVE A CANCELLATION NOTIFICATION.

All Customs “Add Your Own” products are made just for you and may not be returned.

Review the Full Terms and Conditions

What is the return policy for Custom products?

Please call customer service for custom returns at (855) 909-8267. Please note, all Custom products with uploaded images or embroidery are not subject for return.

Are there more Custom options than currently listed?

Custom shoes can only be created in the colors, patterns, styles, and fabrics that are currently listed on the Custom shoe section of our website. Colorways, fabrics and design options are continuously updated.

PRODUCT INFORMATION

How are your shoes sized?

Our shoes are sized according to the US standard; the size conversion from women's to men's shoes is 1.5 sizes down. For example, if you were a size 8 in women's, you'd be a size 6.5 in men's. If you fall below men's 6.5, you would fit into the "Kids" category.

Please note, by design, our high performance skate shoes tend to fit snug, so you may want to select a half size larger. Alternatively, if you have a wide foot, you may purchase one size larger to compensate for the width or check out designing your own pair of wide Customs!

Check out our size charts below:
Shoe Size Chart: Unisex
Shoe Size Chart: Infant
Shoe Size Chart: Toddler
Shoe Size Chart: Kid

How are your kids shoes sized?

Kids feet grow fast. Really fast. If you need a little help finding the right fit, but don’t have one of those old school metal measuring things from a shoe store, you can try our interactive KIDS SHOES SIZE GUIDE.

If you prefer something more tactile and have a printer handy, we have a PRINTABLE CHART you can try, too.

Check out our size charts below:
Shoe Size Chart: Infant
Shoe Size Chart: Toddler
Shoe Size Chart: Kid

Do you offer wide and/or extended sizes?

Big feet? We have big shoes!

Wides: explore the Custom Classic Wides for shoes with more volume in the upper and midsole, due to the larger shape, and the outsole is consistent with our regular width shoe. It is equivalent to an EE.

Extended Sizes: check out the Custom Classics and Wides for extended sizing (3.5 - 12, 13, 14, 15, 16, 17, 18)

Do you have a Vans shoe laces length chart?

We have lots of awesome shoelaces to choose from - but what size do you need when you need to replace some worn out favorites, or switching up your style with a new color or pattern? Check out this handy chart below - it'll help you decide your shoelace length when compared to some of our most popular low tops, mid tops, and high tops.

Style Name Shoe Size: 3.5 - 6 Shoe Size:
6.5 - 8.5
Shoe Size: 9-11.5 Shoe Size: 12-16
Era 31 inches 33 inches 35 inches 37 inches
Authentic 31 inches 33 inches 35 inches 37 inches
Old Skool 48 inches 50 inches 52 inches 54 inches
Half Cab 54 inches 56 inches 58 inches 60 inches
Sk8 Hi 56 inches 58 inches 60 inches 62 inches

 

Do you have a Vans size chart for socks?


Sock Size/Fit Chart:

Gender Shoe Size
Men 9.5 - 13
Men 6.5 - 9
Women 6.5 - 10
Women 1 - 6
Boys 1 - 6
Youth 10 - 13.5
Kids 2 - 4 YEARS
Toddler 12 - 24 MONTHS
Infant 0 - 12 MONTHS

Snow Socks Size Chart

  Small Medium Large X-Large
Mens 3 - 5.5 6 - 8.5 9 - 11.5 12 - 14.5
Womens 4 - 6.5 7 - 9.5 10 - 12.5 N/A

 

YOUR ACCOUNT

How do I change my email address on Vans Family?

Please contact customer service to update your email address.

What is Vans Family?

Vans Family is an experiential loyalty program, our way of inviting you to enjoy Off The Wall experiences designed for our biggest fans. As a member of our family, you’ll get insider information, exclusive Customs designs and members-only experiences. Earn points from shopping and sharing, and redeem those points for rewards. Still curious? Check out the Vans Family FAQ page!

Where are my Vans Family Loyalty points I think I should have earned?

If you made your purchase in-store, click here to sign into your Loyalty account and complete the receipt form to get your points. If you made the purchase online, please contact Customer Service for help.

What are the benefits of registering on Vans.com?

Benefits of registering on Vans.com:

  • Access to track orders
  • Review your order history
  • Add multiple addresses and payment methods for easy checkout
  • Easy-to-share favorites list
  • Ability to personalize and manage your profile
  • Be the first to know about Vans product news and special promotions

CONTACT US

What is the Customer Service phone number and hours of operation?

Our hours of operation are:
Monday through Friday (6 AM – 3:30 PM PST)

Email
Call: (855) 909-8267
Text: (714) 598-1819
Live chat: when available, the “Live Chat” button is at the top and right side of any page